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General settings, Email integration, Data management, Incident Management, templates, categories, SLA/SLM, Timers, Subtypes, Password services,

  • 313 Posts
  • 872 Replies
313 Posts
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ddcameronNew SysMate
asked in Help Desk
how ca i chat with a tech, I need help with SysAid, i'm trying to disable a user and the application not allowing me to, yes i'm an ADMIN

how ca i chat with a tech, I need help with SysAid, i'm trying to disable a user and the application not allowing me to, yes i'm an ADMIN

351
Maayan Karstaedt
SysAider
E
Active talker
EvanActive talker
asked in Help Desk
Archiving

We have never archived tickets in the past, and we have been using SysAid for about 12 years now.On a test server, I have setup an escalation rule to archive tickets with a request time of < 1/1/2011.  In theory, i thought this would archive all the 2010 tickets.  It did a pretty good job, but for some reason it left about 64 tickets unarchived.  Not sure why. My other issue….when viewing archived tickets, i can only see 1000...even though i am selecting all.  Any thoughts how i can work around this issue?   Lastly, is there a way to not to send notifications when a ticket is archived.  That would certainly make a mess of several mailboxes. Thanks - 

3205
Maayan Karstaedt
SysAider
M
mmulliganNew SysMate
asked in Help Desk
How to Contact SysAid about an urgent problem?

Does anyone know how to contact SysAid about an urgent problem?Our users keep getting disabled. We had agreed with SysAid reduce the number of our licenses next month but on 2 occasions this week, all of our licenses have been disabled with no warning.Gal Nevah assisted us with this problem yesterday but they are not replying to us today and we have no other way to contact SysAid.Does anyone have a phone number for them?

3311
Maayan Karstaedt
SysAider
K
KurtisM999New SysMate
posted in Help Desk
Admin Not In List

Hi there, I recently removed an admin and move their service records across to me whilst troubleshooting a view. When I go to select them in the drop down lists for assigning an admin to the ticket, that admin now isn't in there? Even though I have re-added them as an admin to our helpdesk. Any ideas?

602
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K
KurtisM999New SysMate
posted in Help Desk
New Tickets System View

Hi there, We've got a "New Tickets" system view and whenever the individual clicks on the view. It completely blanks their views and they cannot revert it or I cannot figure out how to revert it? I can't see where inside of the administration portal where I can either amend or remove that view?

970
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AAMHCSNew SysMate
posted in Help Desk
Merge duplicated Asset Records

From time to time, asset records will be duplicated because for whatever reason (client reinstalls, client corrupts, etc) a duplicate record appears. This is disruptive as having a duplicated record means that the history for that asset gets split across two records, and it takes time to manually merge the records back. I would like to request a feature that like with ConnectWise, when you delete an inventory object, that it asks you if you would like to copy all records attached to that asset record to another asset record, or have the functionality to click a button to do the same thing (copy all associated records over to the new asset record. This would save a lot of time and headache.

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Community Enthusiast
Lauren MyersCommunity Enthusiast
posted in Help Desk
Workflow Notification : Tag for First and Last name for Assigned_to_sub

Is there a tag for $Assigned_to_sub First and Last name like there is for $AssignedTo?

510
Maayan Karstaedt
SysAider
L
Community Enthusiast
Lauren MyersCommunity Enthusiast
posted in Help Desk
Rearrange Workflow items

How do I rearrange workflow action items in a request template. I swear I used to be able to do this and now I can't find anywhere how to change it.

160
Maayan Karstaedt
SysAider
O
Community Enthusiast
omilleroCommunity Enthusiast
posted in Help Desk
CVE-2022-22796 and CVE-2022-23166 fix availability

When will Sysaid On Prem have fixes available for CVE-2022-22796 and CVE-2022-23166? I only see 21.4.45 available, which is at risk to these vulnerabilities. CVE-2022-22796 - CVSS 9.8 Sysaid – Sysaid System Takeover - An attacker can bypass the authentication process by accessing to: /wmiwizard.jsp, Then to: /ConcurrentLogin.jsp, then click on the login button, and it will redirect you to /home.jsp without any authentication. https://nvd.nist.gov/vuln/detail/CVE-2022-22796 CVE-2022-23166 - CVSS 9.8 Sysaid – Sysaid Local File Inclusion (LFI) – An unauthenticated attacker can access to the system by accessing to "/lib/tinymce/examples/index.html" path. in the "Insert/Edit Embedded Media" window Choose Type : iFrame and File/URL : [here is the LFI] Solution: Update to 22.2.20 cloud version, or to 22.1.64 on premise version. https://nvd.nist.gov/vuln/detail/CVE-2022-23166#vulnCurrentDescriptionTitle

3010
O
Community Enthusiast
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Community Enthusiast
ggomezCommunity Enthusiast
posted in Help Desk
Notes Field Has A Note Saved In It

Hello, In our SysAid setup, when adding the note field onto a sub type, the note field appears empty, which is what we want, but when we look at the request template where the note field is added, the note field has a note in it (like it's hard coded). Where can i go to remove that hard coded note? Thank you in advance

570
Maayan Karstaedt
SysAider
eugen.sechel
eugen.sechelNew SysMate
posted in Help Desk
Adding the Top Panel back in a SybType

Hello! I'm customizing some templates and sybtypes and I think I've removed the Top Panel from some of them. How can I add it back? If I add a new tab named "Top Panel" it works as a normal tab. Thank you!

1300
Maayan Karstaedt
SysAider
E
Active talker
EvanActive talker
posted in Help Desk
Email Replies - No notification

I hope someone can help me out here, we are running SysAid on Prem ver v21.4.45 b17 We have a strange issue with email integration that i am looking to get sorted out. The way we use SysAid is primarily through email integration . An employee will email our support mailbox, which will create a SysAid ticket. Most of the time a manager is copied on the email, and they will need to responded with an approval. We receive the original ticket notification via email, we receive the notification of reply from the submit user via email, but we do not receive a notification reply email from the manager copied. This is the important note....the managers reply is in the SR within SysAid but just do not get email notification. Any idea why we are not getting the notification of reply from that other person. It's something that I can replicate, so it's not a user issue but more of a SysAid issue or configuration thing? Thanks for the help. -Evan

2430
Karlson
Super SysMate
E
Active talker
EvanActive talker
posted in Help Desk
Need some help on missing alerts

We have been using SysAid since version 5. Sometime ago we realized we were not receiving emails or alerts on random SRs. Turns out email integration was causing some issues with the way it handles subjects. These particular emails contained a number in the subject, and unfortunately those emails were integrated into old tickets that were closed. So we did not receive the alert of a new SR. Is there something that we can do to fix this issue. I would think there may be a setting we can use. If we archive older SRs would that help our situation? Thanks for the help! -Evan

700
Maayan Karstaedt
SysAider
I
InvisionCwaNew SysMate
posted in Help Desk
Notes vanish after update to

We updated to Build Numberv21.4.45 b17. After this notes start to vanish randomly, how can we identify the cause of this and how to solve it?

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D
DanEchoNew SysMate
posted in Help Desk
How to used Verifed Closed

We currently use the Status of Verified Closed however how do I configure it to actually close the ticket after a number of days of no response.

1290
Maayan Karstaedt
SysAider
S
Community Enthusiast
smartitbgCommunity Enthusiast
posted in Help Desk
Blank tickets created by EUP or email

Hello All, From some time now, we have strange problem with few end users trying to submit a ticket via EUP or email. Once they do that, a blank ticket is created that only reservs a ticket number but all the fields are blank. This is a view of the SR list in Help Desk section. No information of the ticket number or email for the end user in the EUP. Any suggestions why this is happening and how to resolve it? Application ServerApache Tomcat/7.0.56 (Debian) SysAid Edition / PackageEnterprise Edition Build Numberv16.1.25 b28 Database VendorMySQL Regards

490
S
Community Enthusiast
Tatiana
Community Enthusiast
TatianaCommunity Enthusiast
posted in Help Desk
Dynamic title - is it possible?

Hi All Is it possible to have a dynamic title for a request template? I have a template created for HR to ask for employee account suspension. One of the fields in the template is "employee name". I would like to populate the value of this field to the request title. Is this even possible? Many thanks Tatiana

440
alefabian
Active talker
T
tlp7577New SysMate
posted in Help Desk
Self Service Portal - Requests

Hi all, I am in need of some assistance. We have been using the self service portal for quite a number of years. Our issue is when someone uses the self service portal and submits a request in with the location it does not appear in the back end admin view. Even though the Request Template has the option to have the location set as a drop down list in the workflow tab. I am lost on how to fix it. I hope there is no need to code anything in the back end for it to function properly. It defeats the purpose of having the template setup i believe. Cheers, Pete

260
D
S
Community Enthusiast
sysmanCommunity Enthusiast
posted in Help Desk
Mobile app for On-Premise users

I have been told for the past year the mobile app for on-prem users is coming. I am still waiting, anyone else waiting?

480
Maayan Karstaedt
SysAider
P
Active talker
paul.lawrenceActive talker
posted in Help Desk
SysAid Android App?

where did it go? We have technicians trying to re-download it and there is no longer an app on the Google Play store. The SysAid website still mentions it - https://www.sysaid.com/help-desk-software/mobile-apps but the link is busted. https://play.google.com/store/apps/details?id=com.sysaid&hl=en

1940
Maayan Karstaedt
SysAider
A
alil oinomed leNew SysMate
posted in Help Desk
SysAid App android, no login in free server linux

Hi. I recently installed a server using sysaid_free for linux. I have met all the installation requirements and the site is functional. My server runs on VMWare. And I have configured apache2 to force SSL, using self-signed certificates. Now, when I try to login with the HelpDesk app for android, and enter the credentials and the IP address, it returns the message "login failed: Network Security error" I tried to enter with the format "https: //" or with "http: // {my_address}: 8080" and with "https: // {my_address}: 8080", but I always get the same error. Through the web browser, there is no problem. My site is 190.86.176.45 Help me please.

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Maayan Karstaedt
SysAider
P
Active talker
paul.lawrenceActive talker
posted in Help Desk
iOS Mobile App - Filters

Why does the iOS app not have the same filters applied as per what is configured on our SysAid instance? We have static filters applied on our different views in SysAid but when logging in to the mobile app those filters do not seem to apply. Why are there two different user experiences with your product? We have raised this at different times with support and this does not seem to gain any traction. If I have to configure the mobile app separately from how it's configured on our instance then it becomes a frustrating user experience.

200
Maayan Karstaedt
SysAider
I
IdontKnowNew SysMate
posted in Help Desk
SysAid app on Android phone

Hi, I have been using SysAid Helpdesk app on android phone for a while and it works fine. I just change my phone and I found out that there is another app for SysAid called SysAid Helpdesk (see attachment SysAidApp.png) and I would like to try it. The issue I have is when I connect on this app, I have the error message: Invalid field name:third_level_category (see other attachment SysAidError.png), when I check in the review for this app 2 other people had the same issue but I can't find the solution anywhere so this is why I created this post. I would also like to know why is there 2 apps and which one should I use. Thanks

1610
Maayan Karstaedt
SysAider
O
OdamaNew SysMate
posted in Help Desk
Conta SysAidInternal

Hello. SysAid has created on my computer an administrator account, of which I do not know the password and can not install or uninstall programs. How do I cancel this account or change the password to one I know?

676
Maayan Karstaedt
SysAider
E
ElwinNew SysMate
posted in Help Desk
Email notification of new ticket

I am a little stumped, when a new ticket is entered in the system only one member of the staff is getting an email and I want all of the staff to see the tickets coming in. I am assuming this is a group setting but cannot seem to figure out where to change it so the whole teams sees these emails.

1490
E

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